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I'm having trouble logging in

This article suggests known fixes for common username and password issues.

Struggling to log in? Here’s how to sort out the most common login issues.

1. Double-check your username and password

  • Username: Your username is usually your work email address (lowercase).

  • Password: Your password is case-sensitive. It has to match exactly, including any upper and lowercase letters. No extra spaces before or after either, so give it a quick check.

Common issues to watch for:

  • Emails: Make sure to use lowercase for your email.

  • Passwords: Case sensitivity (uppercase and lowercase) matters – make sure you're typing it exactly.

  • Extra spaces: Double-check there are no spaces before or after the username or password.

  • Typos: Try copy / pasting the password from the email to avoid any typos.

2. Check your original email

Head over to the email we sent you titled "Let's get you set up". It’s got all the details — your username (work email) and your password.

3. Change your password (if needed)

If you’d rather use something easier to remember, you can change your password once you’re logged in. To do this, go to Profile > Change Password

5. Using a VPN

We've had reports of virtual private network (VPN) users having issues accessing our app when the VPN is active. We recommend disabling the VPN, particularly during setup.

4. Still stuck? Let us help

If you’ve double-checked for typos, case sensitivity, and spaces and you’re still stuck, don’t worry. Contact our support team and we’ll get you sorted ASAP.

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